Crucial to get this functionality in order to remain compliant in PHI and PII data visibility

This is really critical to avoid HIPAA violations for customers who are unaware they are submitting a ticket that contains HIPAA data and then they share it with others in a way that exposes my organization to a HIPAA violation.

Absolutely, just had an email shared with our whole school environment / including staff and students.

We need a way to disable this field somehow form the portal

One of our users just shared a termination form with the whole organization, almost 500 people; it is set to No one by default, but I guess they were click happy. Can't believe this is still not available after all these years and so many people requesting. 

**WORKAROUND IF YOU NEED IT:

1. For the project, go into Customer notification settings and disable the "Organization added" option.
2. Go into the Automation for that project and set up a rule:
   1. When issue created
   2. If Organizations field is not empty
   3. Then Organizations field will be cleared

For external customer service desks, I want this field to not be shown to customers on the portal, but default to "share with organisation" so everyone in a given customer can see all the tickets that customer has raised. 

At minimum, I want to default the option and also control where it is shown in the portal.

For those of you wanting this at the top of the portal page, i found that if you move every portal field to be on a form, the portal orders it as:

1. summary
2. share with
3. <form contents>

For me, this ordering is not good as I want my customers to be focused on reporting the issue as their priority, but it may help others.

I would want:

1. summary
2. <form contents>
3. share with

Basically - this should be a field I cam completely control and it is crazy this is not addressed.

In response to 37fb3c946c7b' comment:

"There once was a field, it's called 'Shared with'
And people who want to get rid of it!
But since '22, I've been down and blue
'Cause Atlassian is not trying to fix it!
Laa...lalala...laalaa...."

But seriously a1217920d496 , please get this fixed. It's taking almost 4 years by now.

Welcome a1217920d496 to our community!  We are a passionate group, united by a shared vision for a future that allows for hiding a single dropdown from the helpdesk intake form in our ticketing systems!   Or motto, often sung like a sea chanty in the gathering places across the land, is "Never doubt that a small group of thoughtful, committed citizens can persuade Atlassian to enable administrative control over the visibility of a field. Indeed, it is the only thing that ever has"

We use organisation so people can search easily when they need to share a ticket with someone. But we do not want them to share with the entire org !

We also have organisation for our internal department - this makes tickets shared with their team easier.

So sometime we need to share with smaller organisations in our JSM. So hiding the button on creation is not helping. I'd rather have 2 options:

• completly hide the share button
• have it but choose with org can be seen

Thinking I might just leave a comment every time I see this field (i.e. every time I file a ticket).

Please let us hide the bad field ed36d73f045d 

4259cd0d93f6  if you look at the linked tickets, this issue has been going on since atleast 2018, they just keep moving the ticket and removing it from general view.  Created:18/Oct/2018 1:32 PM.. over 6 years and they couldn't be bothered to give the ability to hide this field on a form.  How hard can that be??

An ongoing issue and numerous complains from 2022. Yet here we are at the end of 2024 with no action on this. Time for us to move on to a different system it seems. Shame!

taking a look at the frequency of comments here this seems to be an issue for a lot of people.
i hope the priority of this gets bumped up.

I do not understand why this issue is ongoing and not fixed. To be honest I don't see a reason why it was created in the first place. Giving customers the ability to share their ticket with the whole organization is a security risk. It never should of been added as a feature. Please resolve. 

Default is set to share issue with the org. Why? Allow to hide the field on the portal or at least curate the list of people you are allowed to share with, say only within the org. This is a security issue and controls should be in place.

+1. We do not need or want this functionality in our environment. Not having the option to remove or statically set this is a waste of time for ticket submitters and can cause privacy issues. 

830caef5edeb ed36d73f045d fb78a00798c3 38f3cf3bb67b 24bf1f65e16b 

If I look to the Assignee here and the last activity of this person.....

Maybe we should find and recently active person, like 1bbfd485bf63 8a3861d8a88c rcrossman@atlassian.com d0d1ba410583 830caef5edeb 2f426f60fff5 

Over 500 people voted for this request, and on the other linked ticket over 400 people there voted and yet Atlassian can't be bothered to fix this issue that people have requested.  The thing is that mostly people that find and request this issue change are the Admins for their company, this is not something that a standard user is going to vote up.  This should be a higher priority since it's requested from people that manage the system.  Look into the comments, this issue has caused data/information leaks within a company to hundreds or thousands of employees.

Please fix this issue.  This should be a higher priority by Atlassian.

please do hide this annoying and useless field for small companies

PLEASE give an option to hide this...

Please work on getting this implemented as soon as possible. We need the ability to hide this field so that it doesn't continue to bring confusion to our customers.

Our internal customers are unintentionally sharing their requests thanks to this 'feature.'

The user experience is confusing, especially with the phrasing 'Share with: No one,' which leads to misunderstandings. As a result, some users end up sharing their HR requests with over 3,000 people in the organization.

Hi 1ed148348f1e,

Yes, you'd probably have to add everyone back into the Organization(s) when you start using them again. We had recently started populating the Organizations field based on users' email domains for analytics and grouping of our customers for notifications, system emails re: changes, etc. so it wasn't as painful for us to delete them as it is for many other sites. I just couldn't find another way around this problem.

I don't know if customers would lose access to their previous tickets/history or not, maybe someone more experienced could address that? I would hope they would not lose access if Organizations were implemented again (assuming they had the same email address), but I'm not sure.

Hi 368310072e6b 

May i ask deleting the Organizations at the customer section, meaning will need to re-add back all the existing customers as service desk customer right?

After adding back as service desk customer, will the customer lost all the access to his/her raised ticket history?

Thank you

Hi ed36d73f045d , could we please get an update on this? I was able to "fix" this by deleting my Organizations – obviously not a good solution but it's working temporarily. Some of us don't have that option, though, so we'd appreciate knowing where we are with this and how many more votes it needs to bump it up in priority, thank you!

https://getsupport.atlassian.com/browse/JST-1015158

Echoing what the other Julian said: How much more interest do you need in order to make this a priority?

We implemented Jira this year and because we have several projects to isolate and silo workloads across agents and teams, we thought it made sense to add our customers (internal staff) to a single organization for ease of adding new staff to all projects at once. Well, that backfired immediately because of the aforementioned reasons on this chain.

Even after setting the default to share with "No one" and changing the email notification settings, it's still confusing our staff and is also a data privacy concern. Nevermind the fact that it makes no sense for it to be placed above any custom forms/fields.

This makes it look like we don't know what we're doing (I mean, we don't, but still). Please give us the option to hide it.

So here is a new scenario: you have implemented the Jira knowledge base article How to add Jira Service Management customers automatically to Organization based on reporter email domain. And now maintaining organisations has become easy, great! Also, by default requests are shared with their organisation through automation (let's say forced). However, the "Share with" option is still showing when creating a request... that doesn't make sense... 

Either the option to hide the "Share with" is needed to complete this knowledge base article's purpose or, have the option to honour the customer's decision i.c.w. the automation rule (but still create and update organisations). 

Hi Atlassian Team and all,

I'm also having this problem and getting complaints from agents and customers about emails for tickets that have nothing to do with them. PLEASE look at this problem, it shouldn't be that difficult to add this to the Jira fields so admins can have some control over whether the field is visible, hidden, required, or not used on a Request Form. Another ticket about this is JSDCLOUD-10455 . Thank you!

Would be nice if you could simply choose to turn this off at the Request Type level.

Also annoying is that when you add a Jira Form, the "Share with" field appears above the other form fields, which makes the questions feel out of order.

https://getsupport.atlassian.com/browse/PCS-273373

Hope that add the hide feature soon.

Just had this happen this morning for an internal ticket and I'm getting complaints from my users as to why they're getting the notification emails because the reporter picked our organization to share with.  It's an black mark on my department for allowing this to happen, but I have no control over it.

There's only one view on here: this has to be fixed.

And I say 'fixed', because this isn't a feature request, this is to fix a bug that just shouldn't be there.

It's been like 4 years and there is still no way to hide this share button from the user so they can't spam the entire organization with their ticket??

how much more interest does this request need to have for Atlassian to look into it? C'mon, seriously.

René Warsow,

You can disable the e-mail notifications from the customer notification section in Project Settings under Organization added. 

+1 

customer shared his ticket with the organization out of curiosity. I had 72 emails and 22 calls from members of the organization because of this.
Is it at least possible to switch off these emails?

Hello Atlassian team,

Could you update this ticket?
It is just removing a section/function, why this can take up to almost 2 years and yet still pending?

Thanks

Could you start working on improving and cleaning up the current functionalities (like this one) instead of constantly adding new ones? At the moment, my users are emailing each other across the organisation via this functionality, and admittedly they are having a great time doing it, but I am having less fun.

Pelo amor de Deus!!! ja passou da Hora de poder ocultar esse campo!!! please 

How is this an FR ticket from almost 2 years ago with hundreds of votes and watchers and yet...  No official response and no one from Atlassian owns it.  How many unassigned tickets does Altlassian have in its Jira?  That doesnt make any sense to a new customer.  This is an obvious major issue.  

This issue is even more of a problem now that organization profiles are available. We want to tag issues with the organization, but currently are not because we have sensitive information within the issues that cannot be exposed to all customers tied to an organization. 

Setting the organization is how we know who the ticket belongs to and would allow us to report on this. But having the organization set automatically sharing the issue with all customers is a major problem for us. 

Please look at an update that would allow separate options. The sharing feature should be controlled separately so we can set the organization on the issue whether we want to share with the organization or not. This has to be an extremely common scenario so it's very surprising that this has not been addressed.

Please allow for this field to be hidden.  Sometimes on our tickets users will put sensitive information that we don't need shared with the org. We remind them not to put that in, but they still do it. So we have to act quickly to remove it, but by then the org has seen there is a new ticket. I have turned off that notification, but there is still the chance for someone to see something.  This is a confidentiality thing now for us.  Especially since you allow for the setup of Human Resources - HR type projects.  

I agree and upvote- there are issues that we don't want shared with our entire organization

I agree and support this request.  I want to set default group sharing for user and user can not change it by themselves. Please add this feature

This is indeed confusing for the end users, please take it into consideration, no need to remove this feature, just the ability to hide the field would be great!

Seriously guys what were you thinking???

I need to use Organizations, but the 'Share With' field confuses the hell out of my user and and adds nothing of value.

Please implement this feature. We report on tickets and use the 'Organization Field' as a condition in our JQL query. Allowing users to select 'No-One' effectively removes that ticket from our reporting.

at least have the option to hide this field in the portal configuration...

Please add the ability to hide this field.

There is some need for customers to share a ticket with some individuals, but I wouldn't want every issue shared with everyone in the organization.

I would rather have the ability to add individual users in my organization by name to the ticket when I create it.

Adding my vote on this too.

Please do something with it

9/22/23 

I also second this, I am just simply setting Jira up for this infrastructure and unfortunately with people who are less tech savvy than others will be more difficult to train to "change this to No One"

Please make this feature.

I agree and support this request.  I want to set default group sharing for user and user can not change it by themselves. Now, if user change to share with no one, it will affect our Automation logic set to notify on slack

I agree and support this request.  Many times our customers have accidently shared a ticket with a wide group of people accidently.